Reliable Fence Company

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowRegards, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]

To Whom It May Concern,I am responding to a complaint from [redacted] of [redacted].  Following is a time line of events regarding our interactions with [redacted]:On August 25, 2015 we received our original request to provide an estimate to either...

repair or replace 3 dumpster enclosures at a property they managed ([redacted]).On August 31, 2015 we provided the estimate.  We were not contacted until the following summer.In June of 2016 [redacted] again contacted us to provide a new, updated estimate to repair the existing dumpsters.  Mr. [redacted] was asked to meet us at the site, but he declined and instructed us to "replace the wood sections and gates on the existing pipe "as is."  In other words, the pipe frames were not to be replaced, they wanted only new picket sections to be installed on their EXISTING metal frames.  We measured each wood section and gate to be installed on their existing pipe.  On 6/28/16 a new proposal was provided to Mr. [redacted].  On 7/1/16 we were awarded the job.  On 7/11/16 a deposit was received ($5710) along with the signed proposal. On 8/2/16 the work was performed.  On 9/2/16 Mr. [redacted] was called because we had not received the balance which was due upon completion of the work.  No response.  An invoice with interest was mailed.  On 9/15/16 another call was placed to Mr. [redacted].  No response.  On 10/3/16 another invoice with interest was mailed.  On 10/16/16 another call to Mr. [redacted].  At the end of October, we were first told that the [redacted] association had an issue with the spaces between the dumpster pipes.  We were not hired to alter the pipe frames.  We were hired only to put new fence sections and gates on the existing frames.  Therefore, if spaces existed before, that would not change.  We have before and after photos showing that the new sections look exactly the same on their existing metal pipe frames.  Had Mr. [redacted] taken the time to meet me at [redacted] either time I went there to quote this job, he could have asked me to also replace the metal pipe frames at an additional cost OR to make the new wood sections longer than the old ones were.  The problem is that we were told to replace the wood exactly AS IS.  If I had taken it upon myself to manufacture different size sections and gates, they could have said that we didn't put it back together "exactly like it was before."  I subsequently (and finally) met with Mr. [redacted] at [redacted].  He agreed that we had installed the fence as per the contract and it was exactly the way it was before but he said to me that I should have taken it upon myself to make the sections and gates longer.  The [redacted] company and Mr. [redacted] was notified in advance of our crew performing the installation and that they would be there working at [redacted] for 2 days.  Mr. [redacted] did not bother go by.  This work was performed in exact accordance with both the proposal and the contract.Let me know if you have any further questions.Sincerely[redacted], PresidentReliable Fence Metrowest[redacted]###-###-####

1. She goes by 2 last names [redacted] and while at Reliable Fence she decided to go by [redacted], which has made her phone calls to us very confusing since she seems to want to use [redacted] every time she calls now. All of her information was filed under [redacted] (why we didn't think she was even a customer...

of ours. The first time she called and told us that her contract may be under [redacted] was in February 2015 (with about 4’ of snow on the ground). As I’m sure you can understand snow makes unfavorable conditions for fixing fences. Most reasonable people can comprehend this. We have asked for her patience on several occasions.2. Her signed contract with us clearly states “fence is not guaranteed to contain dogs." Fences do not follow the contour of the land in all cases. Some people need to fill by way of landscaping after a fence goes up. We have explained this to her multiple times.3. We have told her we intend to go to her home and try to resolve the problem with the latch (we cannot fix her terrain) and we do intend to fix her latch. The way we solve these types of complaints are that we go by when we are working in that persons town. We do not pay our men to make small adjustments such as this after the contract has been executed when they are not already in the area. We have also explained this to her multiple times.4. She has been very verbally abusive towards our staff as a whole whole (I can vouch for this as I have been on the receiving end as well as others here at Reliable).In conclusion, we will be sending our men by her home to adjust her latch for her. We cannot however, adjust her terrain.Thanks again, [redacted]